Virginia Crisis Line Supervisor - HopeLink Behavioral Health

POSITION: Shift Supervisor, Virginia Programs - Full-Time

WORK HOURS/SITE:

This is a virtual position and requires 40 hours per week.

Salary/Status:

$45,860

Full benefits including medical, dental, and more!

Essential Staff

Shifts:

Virginia Programs Shift Supervisor

• 3:00 PM -11:30 PM (EST) Thursday to Monday
• 11:00 PM - 7:30 AM (EST) Sunday to Thursday

POSITION SUMMARY:

The Virginia Programs Shift Supervisor is responsible for supervision and operations of Virginia-based hotlines during their designated shift. On these lines, frontline staff primarily handle contacts from within the state of Virginia, specifically, from Regions 1, 2, 4 or 5, and support the state of Virginia through the 988 Suicide and Crisis Lifeline. Additionally, HopeLink Crisis Services, also known as the Regional Call Center, supports connection to Mobile Crisis Response, Care Navigation, 911 Diversion, and our locally based textline. This position requires the ability to serve as an expert on mobile crisis and local operational protocols, 988 center operations and protocols, personnel management and development, as well as provide support and supervision regarding crisis situations. 

DUTIES:

Develop and facilitate a break and meal schedule to maintain optimal coverage of back up hotline services.

Maintain documentation of shift anomalies such as call outs, early dismissals and service interruptions.

Ensure all scheduled crisis workers are maintaining the appropriate status in Five9 to maximize answer rate.

Review call documentation in iCarol and Virginia Crisis Connect for quality assurance.

Facilitate live verbal conversations alternatively to chatting on Teams to increase connection, empathy and accountability.

Collaborate with Supervisors across services to ensure follow-up contacts are assigned and completed in a timely manner.

Provide support to Crisis Workers on difficult calls, especially those involving emergency intervention.

SUPERVISION OF CRISIS WORKERS:

Attend weekly staff meetings to ensure critical updates are delivered to crisis workers.

Maintain biweekly or monthly supervision of all assigned direct reports.

Ensure crisis workers attend process groups at least once monthly.

Ensure appropriate documentation of identified issues with the workforce is maintained and communicated to appropriate leadership.

Provide guidance and coaching related to workforce/personnel issues, redirection to P&P manual, and ensure consistency of procedural enforcement is equitable across shifts.

Provide direction to crisis workers on policies related to call outs and utilizing Workforce Management.

Review a minimum of two conversations per month per direct report and document using the Vibrant call review forms.

Supervisors are required to provide a minimum of 5 hours of direct hotline service to maintain skill development in crisis counseling and have current crisis work experience to effectively supervise.

Completion of annual HopeLink and Vibrant compliance trainings.

QUALIFICATIONS:

B.A. or B.S. preferred, degrees in Social Services, Psychology, Community, Public Health or Human Services. Will consider relevant experience in lieu of education.

Ability to attend all training dates without conflict and successfully complete mandatory Crisis Services Training.

Ability to work individually and within a team environment and adjust to changes in workflow daily.

Ability to exercise excellent, independent judgment with minimal direct supervision.

Cultural competence in working with individual's various descent, disabilities, and demographic populations.

Excellent written and oral communication skills; ability to articulate and be easily understood over chat and text-based communications, along with phone skills.

Strong computer skills within various software, including Microsoft 365

Demonstrated knowledge and ability to make sound decisions under pressure, along with a solid support system, and capacity to hold other's emotions.

Must maintain a confidential workspace.

High degree of empathy toward the clients we serve.

Weekend and holiday availability required.

HopeLink formally know as PRS is recognized as one of the 50 Best Nonprofits to Work for in the U.S. We provide behavioral health, crisis intervention, and suicide prevention services. Our vision is to change and save lives in our community by empowering hope, safety, recovery, wellness, independence, and community integration.

Equal Opportunity Employer. Committed to Diversity, Equity, and Inclusion

'Where Hope Meets Help.

We are unable to hire in the following states:

California, Illinois, Massachusetts, Michigan, New York, North Dakota, Ohio, Oregon, Washington, Wyoming